IT Operations Management

Welcome to the IT Operations Management. ServiceNow® IT Operations Management solutions help your organization enhance visibility into its infrastructure and services, prevent service outages, and maximize operational agility.

Depending on the needs of your organization, you can deploy one of the following IT Operations Management solutions:

Standard: This is an entry‑level solution that consists of Discovery and Event Management.; Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.; Event Management captures alerts from infrastructure events captured by 3rd party monitoring tools. When used as part of this solution, it uses IT-related information gathered by Discovery to map alerts to configuration items. It then provides dashboards showing a consolidated view of all service-impact events.
Professional: In addition to Discovery and Event Management, this solution includes Orchestration and Operational Intelligence.; Orchestration lets you automatically remediate problems and initiate the incident process, understand the impact of change, and gain approvals.; Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and prevent service outages. Using advanced machine learning to analyze information about IT infrastructure, the application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.
Enterprise: Enterprise is a complete and integrated service operations solution consisting of the following components: Discovery, Event Management, Orchestration, Operational Intelligence, Service Mapping, and Cloud Management.; Service Mapping creates an accurate, service-aware view of infrastructure. It continuously monitors IT resources for service-affecting changes and updates service maps in real-time. Together, Discovery and Service Mapping give you a unified, connected view of your entire IT network and the services it supports.; Cloud Management gives you tools to provision private and public cloud infrastructure and services and achieve consistent management and cost visibility.; Deployed together, components of this solution provide an integrated, service-centric approach that maximizes business service quality, drives efficient processes, and ensures robust governance.

In addition, there are two products that are deployed to support the core components of the IT Operations Management solutions:

The MID Server
The ServiceNow MID Server facilitates communication and movement of data between the IT Operations Management applications and external applications, data sources, and services.
The Credentials and connection information module
IT Operations Management applications use credentials to access devices and applications on the enterprise network or hosted in the cloud. The Credentials module provides a centralized way of configuring credentials for Discovery, Service Mapping, Cloud Management, and Orchestration.

You can learn about IT Operations Management applications from this overview video:

Using guided setup to implement IT Operations Management applications

IT Operations Management Guided Setup provides a sequence of tasks that help you configure IT Operations Management applications on your ServiceNow instance. To open IT Operations Management guided setup, navigate to Guided Setup > ITOM Guided Setup. For more information about using the guided setup interface, see Using guided setup.

IT Operations Management

Depending on the needs of your organization, you can deploy one of the following IT Operations Management solutions:

Standard: This is an entry‑level solution that consists of Discovery and Event Management.; Discovery provides a replicable and reliable method to identify enterprise IT infrastructure.; Event Management captures alerts from infrastructure events captured by 3rd party monitoring tools. When used as part of this solution, it uses IT-related information gathered by Discovery to map alerts to configuration items. It then provides dashboards showing a consolidated view of all service-impact events.
Professional: In addition to Discovery and Event Management, this solution includes Orchestration and Operational Intelligence.; Orchestration lets you automatically remediate problems and initiate the incident process, understand the impact of change, and gain approvals.; Use Operational Intelligence to proactively analyze IT infrastructure to spot issues and prevent service outages. Using advanced machine learning to analyze information about IT infrastructure, the application automatically determines dynamic thresholds and identifies anomalies that may indicate potential service outages.
Enterprise: Enterprise is a complete and integrated service operations solution consisting of the following components: Discovery, Event Management, Orchestration, Operational Intelligence, Service Mapping, and Cloud Management.; Service Mapping creates an accurate, service-aware view of infrastructure. It continuously monitors IT resources for service-affecting changes and updates service maps in real-time. Together, Discovery and Service Mapping give you a unified, connected view of your entire IT network and the services it supports.; Cloud Management gives you tools to provision private and public cloud infrastructure and services and achieve consistent management and cost visibility.; Deployed together, components of this solution provide an integrated, service-centric approach that maximizes business service quality, drives efficient processes, and ensures robust governance.

In addition, there are two products that are deployed to support the core components of the IT Operations Management solutions:

The MID Server
The ServiceNow MID Server facilitates communication and movement of data between the IT Operations Management applications and external applications, data sources, and services.
The Credentials and connection information module
IT Operations Management applications use credentials to access devices and applications on the enterprise network or hosted in the cloud. The Credentials module provides a centralized way of configuring credentials for Discovery, Service Mapping, Cloud Management, and Orchestration.

You can learn about IT Operations Management applications from this overview video:

Using guided setup to implement IT Operations Management applications

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